Desktop Support

---

Job description

Desktop Support

Position Summary:

In this role, the Desktop Support Technician will be responsible for first-level problem determination, problem/incident recording, and problem escalation for supported products and services. These products and services include networks, client/server systems, PC and Mac desktops, desktop application software, peripheral devices, and others.

Responsibilities:

• Resolve computer support problems reported to Help Desk
• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Use troubleshooting skills
• Courteously obtain and convey concise problem information for external and internal service personnel
• Provide accurate and timely logging of problems and resolution for problems
• Escalate problems as appropriate following HD procedures
• Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem-resolution process
• Solve problems on Windows and Macintosh platforms with equal proficiency
• Maintain in-depth knowledge of Microsoft-supported products and services
• Review and update Help Desk documentation as assigned
• Gather and input data for regular reports distributed by the Help Desk
• Ensure physical equipment inventory is organized and managed as needed

Skills/Requirements

• Demonstrated ability to communicate by phone or in person effectively
• Demonstrated writing ability
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
• Knowledge of information technology and products and services
• Demonstrated analytical and troubleshooting skills
• Demonstrated ability to work in a challenging environment
• Shows initiative and acts independently to resolve problems
• Knowledge of the following technologies: Microsoft Office 365, Microsoft Windows Server, Microsoft Active Directory, Microsoft SCCM, Microsoft Print Services, LAN/WAN Infrastructure, VMWare ESX/Veeam, and Data Backups
• Knowledge in audio-visual support for Zoom, Microsoft Teams, and similar platforms.

<!– job description page –>